AccountId: 011433970860
ContactId: e56a4193-4f4f-4e5e-8666-26492ab80f69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142250 ms
Total Talk Time (AGENT): 48341 ms
Total Talk Time (CUSTOMER): 60056 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e56a4193-4f4f-4e5e-8666-26492ab80f69_20250612T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am in your new dashboard and I can't figure out how to pay our invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So uh can you click on my group and then it should show group details and invoicing?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and when you click on invoices, does it have any open invoices for you?
[CUSTOMER][NEUTRAL] It does and it says due to scheduled maintenance. Its ability to download your invoice is unavailable at this time, and it is for for assistant email our billing team, but I can see the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can click on it
[AGENT][NEUTRAL] Yeah, you should be able to pay the invoice. I don't, I don't think you can download it, but I have heard people are still able to pay the invoice.
[CUSTOMER][NEUTRAL] But that's all I can do.
[AGENT][NEUTRAL] So if you click on it.
[AGENT][NEUTRAL] Try clicking on it and doing what you.
[CUSTOMER][NEUTRAL] It says action report.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Is this action required after reviewing the invoice please submit the invoice to complete the process. Is that what I need to do?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ACH there it is.
[AGENT][NEUTRAL] Mhm and then you'll see it you'll see it on submitted invoices until the payment went through and then it'll go into paid.
[CUSTOMER][POSITIVE] Payment date perfect.
[CUSTOMER][POSITIVE] OK, perfect. I'm so sorry this is the first time I'm trying to help um the person who normally does it is still having issues getting into the system and I was like I can get into the system. I just don't know what to do so OK thank you so much. I just paid it so now I can print the coupon and that it paid and get that to her, OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, is there anything else I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright have a great day.
[CUSTOMER][POSITIVE] All right. Have a great day. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.